Make a complaint about our council housing service

You will get a response saying we have received your complaint within 5 working days. 

We will also let you know if we:

• can investigate your concern
• cannot investigate your concern

Complaints process

There are 2 response stages when you make a complaint.

Stage 1

As part of stage 1, a housing manager will look into your complaint. We may also contact you during the investigation for more information.

We aim to reply within 10 working days (after you have received an acknowledgement from us) with a full response. If we need more time, we will tell you why and when you will get a response.

Stage 2

If you are not happy with the outcome you received at stage 1. You have the right to ask for a review.

If you do this, you should let us know what you feel has not been answered in your stage 1 response. If we progress your complaint at stage 2, a different housing manager will review the complaint and reply within 20 working days, or advise you if the reply will take longer. This is the final stage of the our complaints process.

Complaints policy

Read our complaints policy to find out how how we handle complaints.

Unreasonable complaints procedure

Read our unreasonable complaints procedure to understand how we manage this type of behaviour.

Reasonable adjustments

We provide reasonable adjustments under the Equality Act 2010 as part of the housing complaints process.

We keep a record of agreed reasonable adjustments and any disabilities residents tell us about. We regularly review reasonable adjustments.

We will remind you about reasonable adjustments in our acknowledgement and tell you how to contact us.

Compensation for housing complaints

We follow Housing Ombudsman guidance and may pay compensation if there is a service failure or loss as part of the housing complaints process.

Compensation is a payment we may make to recognise:

• delays  
• impact, such as inconvenience or distress  
• costs you have had to pay  
• loss of value, such as damage to uninsured valuables  

We make compensation or goodwill payments that are fair and proportionate. We do not offer compensation automatically when there is a mistake.

Taking your complaint further

If you are still not happy, you can make a complaint to the Housing Ombudsman, who may be able to help you.

They independently investigate complaints about council landlord and housing associations.